07 May 2026 14:30 - 15:00
Predicting the switch: VOC in the age of AI
For years, VOC has meant surveys, NPS scores, and advisory boards. Useful, but always late. By the time a quarterly report hits the table, the customer has already made their decision. Customers are speaking all the time in signals. The drop in logins, the rise of ticket escalations, the sudden silence of an executive sponsor. The frustration in a chat, the tone of a review, the way transactions slow before they stop. In a B2B2C world, those signals arenāt just coming from end-customers, theyāre coming from partners and merchants too.
This talk is about moving VOC from a rearview mirror into a radar. Iāll show how GTM leaders can connect scattered signals with AI to anticipate churn, uncover hidden blockers, and even predict when customers are about to switch.
To make it real, Dhvani will share signal stories GTM leaders will instantly recognize: how SaaS signals churn long before renewal, how payments friction signals merchant attrition, and how consumer sentiment spirals before it goes viral.
Sheāll also share a simple model - think āChatGPT for VOC.ā A framework any team can map
onto their world:
- Inputs: conversations, usage data, transactions, ecosystem feedback
- AI signal layer: sentiment analysis, anomaly detection, predictive models
- Outputs: dashboards, risk maps, sentiment clouds, and plain-language briefs
Itās not about theory. Itās about giving GTM leaders a way to anticipate, not just react, and a model they can take back Monday morning.